Dealer Customer Experience Specialist

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General Information

Job Posting ID 5418641 Creation Date Mar 26, 2019
Employer Posting No --- Closing Date May 14, 2019
Job Site Address HOUSTON, Texas 77036 Employer Type Private Sector
Openings 1

Job Description

Duties and Responsibilities
▪ Responsible for handling inbound emails and calls from Zone Managers and Dealers seeking assistance which may result in opening new cases
▪ Responsible for following up on cases at their assigned dealers to ensure the dealer responds appropriately to the issues raised by the customer
▪ Resource for Zone Manager and Dealer inquiries regarding Ford policy & procedures
▪ Manage financial assistance requests within agent delegation of authority. Obtain documented Leadership approval if need to exceed. Use applicable customer satisfaction tool (s) to resolve escalated cases (Tools: Financial Assistance, Service Component Plan, Extended Service Plan, Vehicle Payment, and Maintenance Plans)
▪ Develop plan with the dealer and/or Zone Manager for repair or financial assistance regarding retail cases and ensure case progression is evident through case documentation
▪ Tenaciously track down parts delay- escalate, monitor, and help resolve Part Delay issues.
▪ Assist dealerships with warranty/ESB claims concerns.
▪ Act as the single point of contact to assist dealerships in the timely resolution of customer concerns
▪ Process RAV uploads as required, including replacement, SCP and ESP requests
▪ Process Technical Assistance Requests when applicable and follow-up to ensure issue was resolved
▪ Process Super Duty Webform requests for those vehicles with repairs
▪ Act as a resource of all product knowledge and service support
▪ Responsible for handling inbound dealer calls regarding financial approvals, parts delays, sales and service in a helpful, courteous and professional manner, displaying knowledge and concern for their needs
▪ Responsible for handling emails and chats
▪ Exhibit strong follow up and organizational skills, in both verbal and written communication
▪ Responsible for resolving customer issues (via dealer) using all available resources, including, Subject Matter Experts’, COM’s, Field Service Engineers and Resolution Specialists
▪ Return all email and voice mail messages promptly and follow up with dealers as committed
▪ Responsible for documenting customer inquiries and concerns
▪ When necessary, use applicable customer satisfaction tools to resolve customer issues. Tools include Financial Assistance, Service Plans, Extended Service Plan options, payments and maintenance plans
▪ Manage financial assistance requests
▪ Ability to meet specified goals as set forth by Performance Expectations
▪ Provide feedback to management for the continued and improved performance of the department to foster positive results and growth
▪ Work as a team player – assist other team members when in need of support
▪ Other duties as assigned
▪ High level of trust and integrity
▪ Strong verbal and written communication skills
▪ Detailed listening skills
▪ Strong customer service, interpersonal and relationship building skills
▪ Time management and ability to prioritize projects and customer needs
▪ Conflict resolution skills – listen to the customer
▪ Exercise good service and business judgment with end goal of customer satisfaction
▪ Excellent English language, oral and written, with grammatical knowledge and etiquette
▪ Ability to sway the opinion of others through verbal and/or written correspondence
▪ Ability to blend personality with professional demeanor to provide the customer with a comfortable conversation
▪ Use of technology for product resourcing to resolve customer issues
▪ Typing skills
▪ Knowledgeable in MS Office, Email, Texting and Chat
▪ Ability to work through multiple computer screens
▪ Ability to work calmly under pressure
▪ Displays professionalism in demeanor, language and appearance
▪ Call center environment, open 24/7
▪ Must be able to interact with all internal and external departments and contacts
▪ Must represent Percepta professionally with all customers and external organizations and contact

Associate or Bachelor’s degree preferred

▪ Experience, appreciation and/or passion for trucks and/or automotive - luxury, function and utility
▪ 2 years of experience in a Contact Center, hospitality industry, or PR/Sales field
▪ Knowledge of the automotive industry a plus

Convictions considered on a case by case basis.
Supervisory Experience Required No
Pay Starts at $15.00 / HR
Shift Rotating Duration Regular
Workweek Full Time
  • Medical/Health Insurance Plan
  • Stock Options
  • Vacation Leave
Veterans Only No
Federal Contractor No
Eagle Ford Shale Job No
Is this job related to Hurricane Harvey Clean-up/Restoration? No

Job Requirements

Occupation Customer Service Representatives
Minimum Experience and Education  2 yrs   0 mos and High School Diploma/GED

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Job Title Dealer Customer Experience Specialist
The employer did not provide an internal job posting number. Please locate this number on their web site and enter it here: Job Posting Number.
State Agency Name PERCEPTA
Job Closing Date May 14, 2019
Open Until Filled No

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